Telemarketing Supervisor

Key Responsibilities

• Lead, manage, and mentor a team of TMK to achieve individual and team KPIs.
• Conduct daily check-ins, weekly 1:1 meetings, and performance evaluations to ensure alignment and drive improvement.
• Provide training, coaching, and guidance to develop the skills and capabilities of team members.
• Review each team member’s performance to identify opportunities for growth and improvement (call, WA quality, script, etc)
• Address team issues and provide support.
• Handle performance improvement initiatives when necessary, ensuring team members meet 95-120% of their targets consistently.
• Ensure the accuracy and quality day-to day and results of TMK member
• Develop and implement effective performance objectives; time, tools, skills, and flow
• Collaborate with marketing and sales teams to align funnel process efficiently with overall business strategies and healthy COA.
• Regularly analyze metrics and KPIs, preparing insights and actionable reports for senior management.
• Stay updated on market trends, competitor activities, and new lead generation / process technologies to drive innovation.
• Collaborate closely with the marketing and sales team to facilitate seamless handovers of qualified lead , appointment, and shows.
• Build and maintain long-term customer relationships.
• Address customer inquiries and complaints.
• Ensure customer satisfaction.

Minimum Qualifications

Bachelor’s degree in marketing, Business Management, or a related field

At least 3+ years of work experience as a Telemarketing Manager/ Supervisor/ Lead Telesales Manager , or a similar role in the Tele/Sales department

• Familiarity with the latest industry trends and developments
• 5 days a week job, Willing to work on shift with Saturday/ Sunday working day.
• Excellent verbal and written communication & presentation skills.
• Strong leadership, motivation, and coaching abilities.
• Understanding of sales processes and techniques.
• Ability to analyze data and identify trends.
• Ability to address challenges and find solutions.
• Ability to manage time and prioritize tasks effectively.
• Ability to handle customer inquiries and complaints professionally.
• Familiarity with Microsoft Office tools, CRM, and other Telemarketing support tools
• Understanding of the industry and target market.